Logically that makes sense and I don't have a huge sample size but in my experience people at UA who know about actual refunds/fare-ing know nothing about ETCs ("Not my department") and people who know anything about ETCs know nothing about refunds/fare-ing ("Not my department, I'll send it off to refunds but here's an ETC for the trouble in the meantime) I imagine that that probably has its roots somewhere deep in the paper ticket back office accounting era combined with an accounting separation of duties but maybe I'm completely off base.

I've had two occasions recently where it would have been much less hassle for me for things to have gone to ETC (or FFC) vs OFOP -- my office manager kind of freaks out when an unexpected credit shows up, particularly when I don't have a receipt for it, and then all of the accounting mojo she goes through... If I just rolled it to the next ticket (we don't invoice clients for travel separately) I'd hear much less complaining and my net travel spend would be the same.

I don't even know that it's that sophisticated -- a couple years ago I sent an email re: GS reconsideration and just mentioning Global Services in the body of the email got it kicked to the GS queue (based on the auto-response). I start every email with my MP# and a "Hi 1KVoice Team," but I'm not sure I've figured out the right way to drop "I'm a 1K" in an email that (a) doesn't make me feel a little DYKWIA-dirty and (b) triggers it to definitely get me to the 1K queue.

There are places where UA really leverages CRM in powerful and interesting ways and then there are places where it's "why are you treating me like a stranger? we go waaaay back" and there doesn't seem to be rhyme or reason.